Highlights
- Consistent and streamlined operations across all branches
- Simplified onboarding and training processes
- Confidence to expand through franchising
Pets in the City’s Story
Pets in the City is a luxury dog daycare and pet hotel based in Auckland, New Zealand. With three branches already in operation, Pets in the City is on the verge of expanding further. Layamon Bakewell and his wife, both former Navy officers, transitioned into entrepreneurship by acquiring the franchise. Just over a year later, they began a journey to systemize their business to accommodate for future growth and franchise expansion.
The Challenges
Transitioning from a highly structured environment in the Navy to running a pet business presented unique challenges for Layamon. The existing franchise systems were confined to binders in the corner of an office, far from the meticulous standards Layamon was accustomed to.
“I was used to having systems for everything, documented, with checklists and SOPs,” Layamon explains. The lack of robust systems posed a significant challenge, especially as the couple aimed to expand and maintain their services’ high standards.
The Solution
Layamon’s introduction to SYSTEMology was a game-changer. A recommendation from a fellow former Navy friend led him to SYSTEMology, and it resonated with his structured approach to business operations.
“I listened to the SYSTEMology audiobook in a day; it was a lightbulb moment. Everything I was thinking about on how to run the business was clearly articulated,” says Layamon.
SYSTEMology provided the framework needed to document and streamline operations. Layamon and his team developed systems for everything from managing customer inquiries to onboarding new clients and franchisees efficiently.
Implementing SYSTEMology in pet industry operations has allowed Pets in the City to stand out in a crowded market typically dominated by small mom-and-pop operations. With robust systems, Layamon can confidently tell potential clients they can handle higher workloads and maintain consistency across all branches.
“We started with the basics and built from there. Our system for managing new customer inquiries evolved from Excel spreadsheets to a sophisticated CRM process. This has been crucial for scaling,” Layamon shares.
These robust systems not only improved day-to-day operations but also laid a solid foundation for expansion.
What’s Next?
Pets in the City have made remarkable advancements in their day-to-day productivity. SYSTEMology has helped solidify their daily processes and built a fantastic foundation to support their growth.
Are you creating key person risk in your business? With the right systems and processes, your team can quickly upskill new and existing staff and still deliver at an exceptional standard. Discover how SYSTEMology can benefit you.
